Skip to main content

Returns overview

Create orders and handle restocking for whenever you have returns.

Dayvid Lorbiecke avatar
Written by Dayvid Lorbiecke
Updated this week

Handling customer returns is an integral part of any product-based business. Katana streamlines this process by providing structured tools to manage and restock returned items, seamlessly integrating them into your inventory and fulfillment workflows.


Key features

  • Centralized returns management: Access all return records from the Sell screen under the Returns tab.

  • Linked to original sales orders (SOs): Each return is connected to its original SO, ensuring traceability and accurate inventory adjustments.

  • Item-level adjustments: Add, remove, or edit returned items and specify reasons for return, including for batch-tracked products.

  • Flexible restocking: Choose to restock all items at once or select specific items for restocking.

  • Integrated refunding: Automatically trigger credit notes in QuickBooks Online based on a return's status.

  • Shopify integration: Automatically sync returns initiated in Shopify, including line items, notes, and locations.


Accessing the Returns tab

Screenshot showing where to find the Returns tab within the Sell screen

To view and manage returns:

  1. Navigate to the Sell screen.

  2. Click on the Returns tab.

The Returns tab will be empty until you create your first return.

To initiate a return:

  1. Go to the Sell screen.

  2. Select the Sales orders tab.

  3. In the Done table, choose a completed SO to return.


Return statuses

Return statuses

Katana uses three statuses to track the progress of returns:

Not Returned

Indicates that a customer has initiated a return, but the items have not yet been received. Inventory levels remain unaffected.

Common scenarios:

  • Items are in transit back to your facility.

  • Notification of return received, but items not yet physically returned.

Recommended actions:

  • Monitor shipment tracking details.

  • Hold off on issuing credit notes or refunds until items are marked as Returned.

Returned

Indicates that returned items have been received but not yet restocked into inventory.

Common scenarios:

  • Warehouse has received and inspected the items.

  • Items are pending quality control or assessment.

  • Decision pending on whether items are suitable for restocking.

Restocked

Indicates that returned items have been verified and successfully restocked into inventory.

Common scenarios:

  • Items returned in resellable condition.

  • Restock option used for eligible items.

  • Inventory counts updated; stock is now available again.


Your feedback is invaluable. Let us know your thoughts on this article or anything in Katana you'd like to see improved: [email protected]

Did this answer your question?